Archive for September, 2008

Prescriptivity and appropriateness

One of the links in my blogroll is to Language Log, which is home to some of the most rigorous blogging on the internet. As its name indicates, it deals with language and linguistics, but in the broadest possible sense. So its authors have taken on sex differences and biological determinism, science journalism, lolcats, and legal language. However, one of the best posting categories is “Prescriptivist Poppycock.” When you need a break from pedants whingeing about split infinitives and dangling prepositions, this is where to come.

David Crystal’s book, The Fight for English (subtitled “How language pundits ate, shot, and left”) is also an attack on prescriptivist poppycock. In it, he describes how language pedantry developed during the eighteenth century, and outlines how an understanding of appropriate language can help people to understand grammar and language generally. (A point completely lost on this Amazon reviewer.) This is why appropriateness matters:

One of the aims of education, whether by parents or teachers, is to instil appropriate behaviour. If we behave inappropriately, we risk social sanctions. Language is a form of social behaviour, and it is subject to these sanctions as is everything else. The main aim of language education has thus to be the instilling into children of a sense of linguistic appropriateness — when to use one variety or style rather than another, and when to appreciate the way in which other people have used one variety or style rather than another. This is what the eighteenth-century prescriptive approach patently did not do.

When he turns to the history of grammar teaching in the UK, Crystal’s reduces his argument to a simple analogy. (Until the mid-1960s, English language teaching in the UK depended heavily on prescriptive texts. After that point, virtually no grammar was taught as part of the school syllabus. From the 1990s, following a period of intense academic study of English language and grammar, the National Curriculum for English incorporated language teaching that (a) balanced the study of language structure and the study of language use, and (b) aimed to instil a sense of language awareness in children.) The balance is important:

The basic problem [with historic English teaching] was that there was no means of relating the analytical skills involved in doing grammar to the practical skills involved in speaking, listening, reading, and writing. The grammarians argued that there just had to be a connection — that any child who learned to parse would inevitably end up being a better user of its language. But there was nothing at all inevitable about it. And there was an obvious counter-argument, best summed up in an analogy. I have a friend who is a wonderful car mechanic, but he is a terrible driver.

The analogy is worth developing. To be a good driver takes a lot more than knowledge of how a car engine works. All kinds of fresh sensitivities and awarenesses are involved. Indeed, most of us learned to drive with next to no understanding of what goes on inside the bonnet. It is the same with language. …[S]omething else has to happen if children are to use a knowledge of grammar in order to become better speakers, listeners, readers, or writers. A connection has to be made — and, more to the point, demonstrated.

Reading this passage, I was reminded of something else I read today. In the Anecdote blog, Shawn Callahan quotes a passage from John Medina’s book, Brain Rules. Here are the first couple of sentences:

Any learning environment that deals with only the database instincts [our ability to memorise things] or only the improvisatory instincts [our ability to imagine things] ignores one half of our ability. It is doomed to fail.

I had intended to write about this anyway, because it struck me that an approach to legal education (and, by extension, KM) that focuses on things like transaction processes and prescribed documents (held in databases) does not help to develop the creative and improvisatory instinct in lawyers. I have a feeling that many lawyers find improvisation difficult (please excuse the generalisation), and so they are happiest with KM that creates know-how databases and precedent banks. Such an approach does not actually serve them as well as they think it does.

As for the legal education point: a story from my wife. She is a corporate partner, with 20 years experience. A couple of years ago she was leading a very complex transaction, but the other side was represented by a much more inexperienced lawyer. More significantly, it was clear that this lawyer had been taught some standard transaction processes and had not developed enough imagination to see that the clients’ goals could be more readily met by diverging from the standard. Because of this, my wife and both sets of clients were frustrated until the other lawyer finally gave up on her approach and caved in. At this point, I am not privy to the details, but my guess is that the result of this change of heart was not particularly beneficial her client. At the very least, her intransigence will have prolonged the deal and increased its cost to both parties.

Prescriptivism may be dying out in the British educational system, but it is alive and well in law firms. In the current climate, how long will clients stand for it? And what are we doing to connect lawyers’ database instincts with their improvisory instincts in order to give them the understanding to become better advisors?

Collaboration and credit

One of my regular pleasures is getting my copy of The Word magazine every month. I bought every copy from its launch in 2003 until I finally got round to subscribing about 18 months ago. I have never subscribed to a magazine before, which is clearly an indication of its success with me. When the magazine launched it was clearly aimed at “£50 man;” although it concentrates on music, it also covers books and films intelligently.

There are two things that mark The Word out as a paragon in its field. The first has been in place since day one. It is led by two doyens of British music journalism: David Hepworth and Mark Ellen. The second is the way that Hepworth and Ellen have engaged with non-traditional media. For some time, the magazine’s website was clearly a Web 1.0 production. Indeed, it might cruelly but accurately have been described as “brochureware.” Later on, the site was developed to include a discussion forum, and now boasts a blogging facility, in which Word editors and writers engage directly with their readership. (In fairness, David Hepworth is much more attuned to technology than Mark Ellen, so he is probably the main driver of these developments.) Alongside this, Hepworth and Ellen lead a regular and hugely entertaining podcast. This started irregularly, but is now a weekly feature and there is even a spin-off podcast focusing on extended interviews. There is even a Facebook group for fans of the podcast.

In last week’s podcast, Messrs Ellen and Hepworth had an interesting discussion about the way in which bands structure their remuneration. (This grew out of an exchange of memories of the late Richard Wright.)

Here is a rough transcript starting at 10:24:

Ellen: I’ve always thought that the most interesting examples of these groups that don’t argue are the ones that have had the sense, early on, to go in collectively. Presumably because they had some idea of… of course the three best examples are Blur, REM and U2. All of them have exactly the same structure. There’s three musicians and a kind of singer/lyricist, if you like (although Damon Albarn obviously plays a lot of instruments as well). And they had a structure (I’m pretty sure I’m right in saying) where they divide the royalties five ways, which is that the lyricist gets 20%, then the four of them (including obviously the lyricist in his musicianly capacity) divide up the remaining 80% in terms of arrangement and composititon.

I think that’s really important. If you listen to, I was listening to “Walk on the Wild Side” the other day: if Herbie Flowers hadn’t brought his double-bass with him, what kind of song would that have been?

Hepworth: There is no record without the double-bass.

Ellen: There is no record at all. …

Ellen: Like “Come Together” by the Beatles. I have never heard… I don’t think any demo versions of that song exist. It’s a great lyric, but it’s basically just a four-four, old blues riff, but if you put in the bass drum part it absolutely and totally a million per cent transforms the song…

It must be a very very difficult business, because … it didn’t resolve in The Smiths, did it? I mean, The Smiths rhythm section felt that their arrangement and the colour and the intonations they brought to the songs deserved more credit. It probably did.

Hepworth: It is interesting, isn’t it, that the old traditional way of assessing contribution in music is composing. That was an idea that was formed in the days when there were two guys who sat in a cell in the Brill Building, or whatever, and one of them sat at the piano and the other stood up and sang. And they were knocking out tunes for musicals, weren’t they? You know, that was the way you did it. And they produced a piece of sheet music which then was given to someone else to sing and was sold as sheet music. Whereas, what’s involved in a hit record is everything that goes into a hit record. The song is only one part of it. The song has been written for a particular set of musicians to play at a particular time. So if you go back and listen to “Satisfaction” by the Rolling Stones, well Brian Jones (who probably doesn’t have his name anywhere near it) probably contribuetd to that every bit as much as Mick Jagger and Keith Richards. And Charlie Watts did also, and Bill Wyman. It was just a sound made by that bunch of musicians at that time.

Later on, describing how all contributions have some value (18:22):

Ellen: The Pet Shop Boys is a really good example of this. Neil Tennant is the main, I think, concept writer and chord-sequence writer, but recognises the fact that Chris Lowe is the guy who comes in at the end, often (as Neil once told me) having spent two days lying around the studio leafing through magazines, apparently not being completely engaged with the project, will suddenly go over to the keyboard and he’ll just play some tiny riff that could just go dah-dah, and that tiny signature completely transforms this whole thing into something that makes sense on the radio. I think that’s wonderful. It is just as crucial.

This music-focussed discussion prompted two thoughts about collaboration in a business context.

The first is that when engaging in new forms of collaboration and delivery, the existing mechanisms by which people get credit for their efforts may well not work any more. In extreme examples (like Pink Floyd or The Smiths), reliance on the wrong structures might be a trigger for failure. One of the features of so-called Enterprise 2.0 is that use of social software inside the firewall can have the effect of flattening the hierarchy. (Although there is an interesting counter-example of this effect in Wikipedia, where a new hierarchy appears to be developing, as Dave Snowden has pointed out.)

The second lesson is not linked to change. The Pet Shop Boys example underlines the fact that different people bring different skills and attributes to teams. It is impossible to say that either Neil Tennant or Chris Lowe embodies The Pet Shop Boys. The group only exists because of both of them. (Sporting teams would provide a wealth of similar examples.) Equally, a business needs a range of skills and talents in order to function at its highest, most profitable level. The challenge is to ensure that credit is given for people’s work in a way that properly values what they each do.

Some things about KM that we now know are wrong

There are a few things that act as talismans for traditional knowledge management. Here’s a couple of blog posts undermining commonly-held KM superstitions.

Superstition 1: We need an expertise directory

This sounds like a great idea. Clearly “know-who” is an essential part of good knowledge management. Without it, how can we justify David Weinberger’s claim that “A knowledge worker is someone whose job entails having really interesting conversations at work.” So what should we do? The obvious answer: get everyone to add their details to an expertise directory.

My instinct is that this approach is doomed to failure. In order for an expertise directory of this kind to work, a couple of things need to converge. First, we need to be able to identify what information might be useful to people in the future. This obligation might fall on the system designer — to build a taxonomy that encompasses all possible future eventualities. Or it might rest with each individual — to describe in free text what they do in a way that includes all the topics that might be relevant. That’s a challenge. The other thing is that the right people (as many people as possible) need to contribute.

My experience, and the reported experience of IBM (over a much larger, and therefore more authoritative, sample) is that this approach fails because neither of these factors is realistically achievable.

After almost 10 years of from-the-executives, repetitive, consistent pressure, only 60% of all IBM profiles are kept updated.(Note that Lotus Connections Profiles is the productized version of IBM BluePages, which has been around since 1998.) And that’s even with an automated email sent out every 3 months to remind people to update their profiles, plus a visual progress bar indicating how complete or incomplete a user’s profile is, plus people’s first-line managers constantly reminding them to update their profile.

So what should go in its place?

Once we gave Contributors the choice about how to share their knowledge and experience, we found that they were more likely to contribute using these social options, since they realized that the result would be fewer emails, IMs and phone calls asking for their basic expertise.

“Read my blog.”… “Check out my bookmarks.”… “Look at my activity templates.”… “Read my community forum.”

…became the new ‘RTFM‘, if you will.

Now, once Seekers find an expert via Profiles, they are able to consume some of their knowledge and expertise without disrupting them. The nature of the remaining email/IM/phone requests from Seekers were about their deeper experience, their knowledge that will always remain tacit.

In practice social bookmarking, internal blogging, communities and activity tracking (all “in the flow”) beats voluntary confession of expertise (“above the flow”). The tools? For (and by) IBM: Dogear for social bookmarking and Connections for blogging, communities and activities. Surely law firms (even those without social networking tools) should have a head start in this area. There is huge scope for leveraging the information about people’s work in existing databases: document management systems, billing and time-recording databases, CRM systems. If we get our systems to talk to each other, we can enable real human conversations.

(For those who prefer a visual approach, there is a video.)

Superstition 2: KM efforts need incentives

I think I have said before that I am not a fan of knowledge repositories and the Field of Dreams triumph of hope over experience. Received wisdom says that in order for such know-how systems to work well, people need to be encouraged to use them. Neil Richards was sceptical, and asked for people’s experiences. An unscientific approach, to be sure, but the anecdotal evidence is unequivocal. Incentives don’t work. Some quotes:

While an initial advocate of incentive programs for fee earner participation in KM programs, over time I found it tended to be the same fee earners participating each time and, in most cases, these fee earners informed me they would have participated in the program regardless of whether or not there had been an incentive program.

They decided to offer a bottle of wine to the person who made the most contributions. At the next annual meeting of the group, one of the team members indeed received a bottle for having made four or five contributions over the year. (The firm’s target was four a year.) And that was the end of the program! Never revived or spoken of again. The contribution rate, which was always fairly low, didn’t change, either during or after the contest.

 —

We have tried incentives for KM participation, and I don’t want to go there again.  Our worst mistakes were done when we deployed our global Knowledge Management program for Customer support back in 2000.  One country unit decided to give away a Swiss army knife to every engineer that wrote 10 knowledge objects. This was one of our larger Country units, so we got >1000 knowledge objects written (and very armed and dangerous engineers…). Why did this fail: There was no incentive on writing anything useful, or to adhere to any of the internal format guidelines. These poor knowledge objects polluted the search for ALL country units for years.

I am looking forward to Neil’s promised further thoughts on incentives, because I think one of the real challenges for knowledge management is to embed good knowledge-related behaviours in the organisation.

(A footnote to the expertise directory issue: a comment on the blog post refers to people’s use of profiles on Myspace and Facebook. I have entries in Facebook and LinkedIn, amongst others, and I find it hard to keep them up to date. However, I also catalogue my library on Librarything, and iTunes synchronises my listening habits to last.fm. These information flows combine in Facebook to give people a picture of my interests without me having to lift a finger.)

Back again

There’s been another long gap in transmission. This time I can blame work followed by a holiday in Ireland and catching up with work again for the past week.

(I don’t know how some people manage to find the time to blog as much as they do. I only do this from home — because access wordpress.com is too slow at work and because this definitely isn’t about work, except tangentially — and I keep getting sucked into other stuff.)

Anyway, here are some random bits from the last few weeks.

We spent the last two weeks in August in Ireland — mostly wet, but with a glorious few days (including the day of the Connemara Pony Show, which was a blessing, given that most of the family wanted to spend the whole day there. Our base in Connemara was a cottage owned by Liz Kane, a local fiddle player. When we first arrived, she was still on tour in the USA, but when she got back she kindly dropped in and played for us. She also listened to the girls playing their violins, and talked about the way she teaches traditional fiddle to the local children.

What I found interesting was that in her teaching Liz said she concentrates on the sound. Rather than using formal written music, she uses a shorthand notation that is much easier for children to pick up, and her objective is to get them to play by ear. Along the way, some of them do learn formal notation, but that is incidental. Liz also looked at one of the music books that we had taken along, and was quite critical of it — not because the tunes were wrong, but because her understanding of the music and the practicalities of playing it led her to suggest some minor changes. In doing so, she amply demonstrated two things for me (and you should bear in mind that I am not musical, apart from enjoying other people’s playing). Firstly, her changes were clearly part of the tradition — just because one hears a tune played in a particular way, that does not mean that it is fixed that way. It is permissible, even encouraged, to seek alternatives that might sound better or suit one’s playing better. The second thing was that it made the poverty of explicit knowledge clear to me. A simple rendition of a musical score (an expression of the knowledge of the composer) will often be cold and lifeless. It is only when one can bring to the score a set of tacit understandings, opinions and traditions that real music results.

We spent the second week in a very different way. While the rest of the family rode every day (even the one recovering from a broken ankle), I tried being a tourist. However, it turns out that some parts of Ireland are truly short of interesting things to visit. (I think this is caused by a variety of things, but the island’s 20th century history doesn’t lend itself to the preservation of stately homes, which is one of the mainstays of Anglo-Scottish tourism.) As a result, I spent a lot of time in bookshops like Woulfe’s in Listowel and O’Mahony’s in Limerick. That’s my kind of holiday! I had gone with a stock of Irish-tinted books (such as Paul Muldoon’s survey of Irish literature, To Ireland, I, Gerard Donovan’s new collection of stories, Country of the Grand (a Librarything Early Reviewer’s copy), and At Swim-two-birds by Flann O’Brien), and I bought more, but the reading that made most impact on me was about France. 

Graham Robb’s book, The Discovery of France, is almost incredible. He gives a striking account of how rural France before (and in some instances after) 1900 was conventionally poverty-stricken and backward, but whose traditions and practices made perfect sense and probably produced a much more viable and sustainable community than the modern emphasis on commerce and constant economic improvement. His writing is beautifully lucid and often sheds light on modern issues as well as historic ones.

For example, in writing about the persecution of the cagots (a rootless tribe scattered throughout France), Robb illustrates the self-perpetuating truth of prejudice across the ages:

It finally became apparent that the real ‘mystery of the cagots’ was the fact that they had no distinguishing features at all. They spoke whichever dialect was spoken in the regions and their family names were not peculiar to the cagots. They did not, as the Bretons believed, bleed from the navel on Good Friday. The only difference was that, after eight centuries of persecution, they tended to be more skilful and resourceful than the surrounding populations, and more likely to emigrate to America. They were therefore feared because they were persecuted and might therefore seek revenge.

Then, referring to Flaubert’s fictional Yonville-l’Abbaye, home to Madame Bovary:

A progressive bourgeois like the town chemist, M. Homais, who is not directly dependent on the land, can afford to revel in the stupidity of peasants: ‘Would to heaven our farmers were trained chemists or at least lent a more attentive ear to the counsels of science!’ But improving land is expensive and animals are a comfort. A peasant might invest in fertilizer and increase the yield of grain, but why should she risk her livelihood in a volatile market? Grain prices are even less reliable than the weather. A pig in the paddock is worth more than the promise of a merchant in the city.

Only people who have more than one source of food would use the expression ‘stuck in their ways’ as an insult. The smallholders of Yonville had good reason to be cautious. At about the time when the novel takes place, in the little market town of Ry, which Flaubert appears to have used as a model for Yonville-l’Abbaye, a woman complained to the authorities that she and her children were starving to death.

If Yonville or Ry had been better connected to the city of Rouen, which in turn was connected by the river Seine to Paris and the Channel ports, they would have suffered more from shortages and unrest. In troubled times, towns and villages that lay within the supply zone of cities were sucked dry by military commissioners and the civilian population. Agricultural progress might create a surplus and encourage investment, but it could also create excessive demand and a transport network that would quickly pump out the region’s produce. Wheat growers and wine growers were more worldly but also more vulnerable to change. In the poorer parts of southern France, where the staple crop, the chestnut, was expensive to transport and not much in demand, winter supplies remained safely in the region.

There are pre-echoes of our flat world in this passage. As we have over-specialised ourselves, we have imposed similar specialisation on others. See the tragic irony in this report from Agence France-Press about the travails of Kenyan bean growers:

 

“Kenya strayed from sustainable farming and followed the temptation of exporting, when it’s clearly preferable to produce and consume locally,” says Claude-Marie Vadrot, an ecology expert with French weekly Politis.

“With subsistence farming, there’s more or less always a market for your products, but when French or European retailers no longer want beans, then Kenya will be left with nothing,” he explains.

Going back to Ireland, there is a link between this and the Irish Potato Famine of the mid-19th century. It is claimed by many that one of the reasons why the potato blight had the impact that it did was that during this period Ireland remained a net exporter of food (grain and meat). The potato became the default foodstuff for the tenantry. When the crops failed, starvation was inevitable.

Who says we learn from history?


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